The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.
Ovum recommends that enterprises follow the five steps detailed in this white paper in order to enhance the customer experience, and ultimately, customer loyalty and retention.
Although, these steps provide a high level view of customer service improvements, support organizations can tailor the plan to suit their individual business and specific industry needs. Enterprises should improve the customer experience across every point of customer contact in order to drive high resolution and develop loyal customers who are also likely to act as brand advocates.